Flexcube Support

Client IntroductionIn this role, you will collaborate closely with one of our esteemed clients—a global leader in their industry, recognized for their commitment to quality, innovation, and excellence. They have partnered with Dautom as their trusted IT consulting provider for upcoming strategic initiatives.Key ResponsibilitiesMonitor and acknowledge alerts, incidents, and service requests raised through ticketing system.Provide first-level analysis and resolution for known/recurring issues as per documented knowledge base and SOPs.Escalate unresolved incidents to L2/L3 teams with adequate diagnostic information (logs, error codes, transaction details).Fulfill approved service requests, such as user inquiries, access provisioning within controlled parameters, and minor configuration tasks.Provide timely communication and updates to stakeholders on ticket progress and closure.Create and maintain knowledge articles, SOPs and troubleshooting guides for repeat issues and operational tasks.Maintain shift logs and handover notes for effective follow-the-sun support model.Document known errors and workarounds in coordination with L2/L3 teams.Support problem analysis by gathering system logs, reproducing scenarios, and providing inputs for root cause analysis (RCA).Track open problem records and drive them to logical closure in collaboration with higher support levels and vendors.Provide required evidence and extracts to support internal and external audit activities.Participate in compliance activities such as access reviews, password policy checks, and audit trail verifications.Perform system sanity checks post EOD/BOD cycles, infrastructure upgrades, deployments, or patches.Support periodic activities such as certificate renewals, log archival, and system health checks.Participate in infrastructure uplift and improvement projects by validating system functionality from a user perspective.DeliverablesTimely resolution and closure of incident and service tickets as per SLA.Weekly/Monthly performance reports on incident/service request volumes, resolution trends, and SLA compliance.Up-to-date knowledge repository including SOPs, troubleshooting guides, and shift handover notes.RCA inputs and documented evidence for audit/compliance requirements.Periodic sign-offs for system sanity checks, certificate renewals, and infra-related activities.Required Skills and KnowledgeTo be effective in this role, the team need a mix of technical, functional and soft skills.Good understanding of banking operations (retail, corporate, Islamic, trade modules in FLEXCUBE) and EOD/BOD processing.Technical proficiency in Oracle SQL, Unix/Linux commands, log analysis, and file handling.Familiarity with middleware components (e.g., WebLogic, MQ, OHS) and system integrations.Working knowledge of ITIL processes (Incident, Problem, Change Management).Strong communication, documentation, and stakeholder coordination skills.Awareness of audit, compliance, and regulatory standards applicable to banking operations.About DautomDautom is a globally recognized leader in IT consulting services. With a steadfast commitment to innovation, excellence, and people-centric values, we empower organizations by strengthening their IT teams with top-tier talent.Our greatest strength lies in our skilled IT professionals. We have built a workplace culture founded on trust, respect, continuous learning, and career growth. As an employer of choice, we take pride in fostering a collaborative and supportive environment where employees thrive.Explore what sets us apart and be part of a company shaping the future of technology and talent.

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